
Czakó Krisztián wrote:
2004-11-07, v keltezéssel 10:29-kor Mark Maas ezt írta:
Do I understand correctly that the only email-communication an agent can have between him and the customer is when he closes the ticket?
No. You can reply via e-mail (see right "panel"). That is the simple way to send e-mail to to customer. You have to create some e-mail template to use. On my default installation I see an "empty answer", which means you have to write the message yourself when you send reply. You can create more, for example a "read faq" type one :)
I mean when an agent adds for instance a "note" this note can only be seen internally. The customer only sees emails about owner changes, queue changes and state changes.
A note is (by default, but can be changed) an internal message to yourself or to an other agent who takes your ticket.
Regards, Slapic
Ah, thank you, I'm a *DUMBA***... Should have seen that... Thanks again, Mark